powering & managing internal & external collaboration 1 copyright 2009 high-yield methods
TRANSCRIPT
![Page 1: Powering & managing Internal & external collaboration 1 Copyright 2009 High-Yield Methods](https://reader035.vdocuments.us/reader035/viewer/2022062314/56649ebe5503460f94bc8cdc/html5/thumbnails/1.jpg)
Powering & managingInternal & external
collaboration
1Copyright 2009 High-Yield Methods
![Page 2: Powering & managing Internal & external collaboration 1 Copyright 2009 High-Yield Methods](https://reader035.vdocuments.us/reader035/viewer/2022062314/56649ebe5503460f94bc8cdc/html5/thumbnails/2.jpg)
Copyright 2009 High-Yield Methods 2
![Page 3: Powering & managing Internal & external collaboration 1 Copyright 2009 High-Yield Methods](https://reader035.vdocuments.us/reader035/viewer/2022062314/56649ebe5503460f94bc8cdc/html5/thumbnails/3.jpg)
Copyright 2009 High-Yield Methods 3
![Page 4: Powering & managing Internal & external collaboration 1 Copyright 2009 High-Yield Methods](https://reader035.vdocuments.us/reader035/viewer/2022062314/56649ebe5503460f94bc8cdc/html5/thumbnails/4.jpg)
Non-integrated channels
Many message locations
Leaving messages, not finding people
E-mail back-up No skills-based routing
(except contact center) Multiple networks High IT $$
Copyright 2009 High-Yield Methods 4
![Page 5: Powering & managing Internal & external collaboration 1 Copyright 2009 High-Yield Methods](https://reader035.vdocuments.us/reader035/viewer/2022062314/56649ebe5503460f94bc8cdc/html5/thumbnails/5.jpg)
Limited systemic message management Insufficient trackingFew escalationsLimited notificationNo measurement
Limited problem resolutionDefects “disappear”
(become the norm)Reversion to accustomed
ways
Copyright 2009 High-Yield Methods 5
![Page 6: Powering & managing Internal & external collaboration 1 Copyright 2009 High-Yield Methods](https://reader035.vdocuments.us/reader035/viewer/2022062314/56649ebe5503460f94bc8cdc/html5/thumbnails/6.jpg)
20+% time wasted Decreased
customer satisfaction
Customer turnover Diminished supplier
relationships Internal friction Employee turnover
Copyright 2009 High-Yield Methods 6
![Page 7: Powering & managing Internal & external collaboration 1 Copyright 2009 High-Yield Methods](https://reader035.vdocuments.us/reader035/viewer/2022062314/56649ebe5503460f94bc8cdc/html5/thumbnails/7.jpg)
Copyright 2009 High-Yield Methods 7
![Page 8: Powering & managing Internal & external collaboration 1 Copyright 2009 High-Yield Methods](https://reader035.vdocuments.us/reader035/viewer/2022062314/56649ebe5503460f94bc8cdc/html5/thumbnails/8.jpg)
Copyright 2009 High-Yield Methods 8
![Page 9: Powering & managing Internal & external collaboration 1 Copyright 2009 High-Yield Methods](https://reader035.vdocuments.us/reader035/viewer/2022062314/56649ebe5503460f94bc8cdc/html5/thumbnails/9.jpg)
Copyright 2009 High-Yield Methods 9
Software
![Page 10: Powering & managing Internal & external collaboration 1 Copyright 2009 High-Yield Methods](https://reader035.vdocuments.us/reader035/viewer/2022062314/56649ebe5503460f94bc8cdc/html5/thumbnails/10.jpg)
Copyright 2009 High-Yield Methods 10
![Page 11: Powering & managing Internal & external collaboration 1 Copyright 2009 High-Yield Methods](https://reader035.vdocuments.us/reader035/viewer/2022062314/56649ebe5503460f94bc8cdc/html5/thumbnails/11.jpg)
(black positive; red negative) UM UC EC
Consolidate messages in digital format
Consolidated notification/pick-up Requires telephony hardware Single number access Intelligent routing Availability (presence) Application data integration Proactive task management Workflow management Process improvement opportunities
Copyright 2009 High-Yield Methods 11
![Page 12: Powering & managing Internal & external collaboration 1 Copyright 2009 High-Yield Methods](https://reader035.vdocuments.us/reader035/viewer/2022062314/56649ebe5503460f94bc8cdc/html5/thumbnails/12.jpg)
UM UC ECM
Cost $$ $$$ $
Implementation difficulty
Moderate
High Low
Copyright 2009 High-Yield Methods 12
![Page 13: Powering & managing Internal & external collaboration 1 Copyright 2009 High-Yield Methods](https://reader035.vdocuments.us/reader035/viewer/2022062314/56649ebe5503460f94bc8cdc/html5/thumbnails/13.jpg)
Copyright 2009 High-Yield Methods 13
![Page 14: Powering & managing Internal & external collaboration 1 Copyright 2009 High-Yield Methods](https://reader035.vdocuments.us/reader035/viewer/2022062314/56649ebe5503460f94bc8cdc/html5/thumbnails/14.jpg)
Copyright 2009 High-Yield Methods 14
![Page 15: Powering & managing Internal & external collaboration 1 Copyright 2009 High-Yield Methods](https://reader035.vdocuments.us/reader035/viewer/2022062314/56649ebe5503460f94bc8cdc/html5/thumbnails/15.jpg)
Copyright 2009 High-Yield Methods 15
![Page 16: Powering & managing Internal & external collaboration 1 Copyright 2009 High-Yield Methods](https://reader035.vdocuments.us/reader035/viewer/2022062314/56649ebe5503460f94bc8cdc/html5/thumbnails/16.jpg)
Copyright 2009 High-Yield Methods 16
![Page 17: Powering & managing Internal & external collaboration 1 Copyright 2009 High-Yield Methods](https://reader035.vdocuments.us/reader035/viewer/2022062314/56649ebe5503460f94bc8cdc/html5/thumbnails/17.jpg)
Copyright 2009 High-Yield Methods 17
![Page 18: Powering & managing Internal & external collaboration 1 Copyright 2009 High-Yield Methods](https://reader035.vdocuments.us/reader035/viewer/2022062314/56649ebe5503460f94bc8cdc/html5/thumbnails/18.jpg)
Copyright 2009 High-Yield Methods 18
Explore EC with HYM
Dick LeePrincipalHigh-Yield [email protected]+01-651-483-2067www.h-ym.com